Implement best-practice service management principles throughout the business
Regardless of the industry, all businesses rely upon standard practices to operate. Traditionally, IT departments have led the way with help-desks, service desks, on-line portals and service-oriented processes. Enterprise Service Management extends the best-practices traditionally seen in IT departments and implements them in other parts of the business, such as:
- Human Resources
- Policy and Legal areas
- Facilities Maintenance
- Customer Service
- Payroll and Leave
The purpose is to improve business processes, refine workflow and provide a framework for digitizing business processes that may be utilizing older methods and practices, such as paper-based forms, email communication, and spreadsheets that are used for tracking people, places, assets and information.
The benefits of enterprise service management have great impact throughout the entire organization, and will vary depending on utilization, process maturity and how departments react to the data that is generated from day-to-day activities. In brief, the following benefits are common:
- Increased productivity. Digitizing common process and creating workflow for common tasks can great improve time-to-log, traceability, communication, transparency and overall efficiency
- Increased transparency. Rather than work orders and tasks being tracked manually, or via paper-forms and spreadsheets, an ESM solution gives a business the tools to log, track and manage jobs, tasks, change requests, feedback and other general work items via a common, shared database and software platform. Everything is tracked, audited and shared for easy communication and collaboration.
- Lower costs. Modernizing older technology and digitizing paper-forms to a common web request portal removes many performance bottle-necks. Digital forms allow a business to capture all the information is that is relevant to a business case, and automation rules and "push" the process through the proper channels, at the right time.